5 Seconds of Engagement
5 seconds of engagement ! Wow! Why? Because research shows that you have just 5 seconds to engage a customer before they decide to go to the competition
To turn customers into advocates you need to provide an experience that is compelling, relevant, empower and consistent.
If you succeed you, like some of our customers, can achieve increased revenue, increased effectiveness in outbound marketing , and increased customer satisfaction.
Childrens Medical Center Dallas is a great example!
They embedded social services in with personalized patient information to create a supportive and informative self service capability to transform their overall patient care process. If patients come and get the relevant information they need, in a rich media experience they expect, then the digital experiences the medical center provides demonstrates that the staff knows their patients and what they need. They retain their "patients" for 5 seconds!!!
This provided an increase in sales and reduction in costs. Convincing ROI.
Again the ROI of the exceptional digital experience is striking in how it can accelerate business processes and support more responsive and personalized customer relationships.
Deliver a compelling experience to a employees and customer however they want to engage with you – tablet, smart phone, web-browser – thanks to responsive design out of the box.
An similar example is from the Netherlands with Omron!
Omron provides access to experts and expertise through integrated social capabilities to create a social portal. This brings all the information and expertise around a specific customer to one place for easy access. The intranet provides the employee with the same consistent (on any device), compelling (rich with graphics and media), relevant (providing them with only the resources and processes they need) and empowering! Empowered Omron employees are more confident with and responsive to customers and can build the kind of trusted relationships that sustains greater customer loyalty.
5 seconds of engagement that matters!!
#1 ROI focused use case for Social -- Expertise Based!
Happy Tuesday! Today we are on our Second in the Series on the Top ROI ways to leverage Social in your business!
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6 Social Use Cases That Drive the Highest ROI!
Happy Monday! This is the start of another Social Business Coffee Break series on the top 6 Social Use Cases That Drive the Highest ROI!
I'll do this overview and then one per the business pattern that drives high return and actions on how you could start your company journey with it!
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Elements of a Social Platform
I get alot of questions on the elements of a Social Business Platform.
Our view is that you need 4 capabilities:
Social Networking, Social Analytics, Social Integration, and Social Content
Today I will share key Social Networking capabilities!
Profiles - Find the people you need based on their expertise projects and responsibilites based on the information on the person like certifications, background, and other key information. The profile has information that helps you socially find expertise, open up communications, and keep your networks informed.
Communities - Create, find join and work with Communities of people who share a common interest, responsibility or area of expertise.
Bookmarks - Save, organise, and share bookmarks. Discover bookmarks that have been qualified by others with similar interests and expertise.
Blogs enable you to present your ideas, get feedback from others, learn from the expertise and experience of others who Blog! Usually videos and other rich media make this more adoptable!
Activities: Organize your work, plan next steps, and easily tap into your expanding professional network to help you execute your everyday deliverables faster.
File - Upload and share any type of file with colleagues and communities. Store versions and view downloads comments and ratings.
WIKIS - Wiki spaces for individuals, groups and communities to co-author pages. View changes across pages, ratings and comments.
Forums - Ask questions brainstorm ideas, and leverage the expertise of the people in your organization.
Recognition Badges, Levels - Encourage sustained user adoption, educate and reward users for engaging and contributing.
Cultural Venues Using Big Data to Attract Millennials!
The heat is on this summer for zoos, museums and other cultural venues to increase visitor traffic to grow revenues -- particularly from socially savvy Millennial consumers. IBM is helping cultural organizations use Big Data, analytics, mobile devices and social channels to create a more enriching, personalized experience to generate visitor and business growth.
Our Viewpoint
Museums and zoos are competing with many other attractions for consumer leisure time during the summer. Non-profit cultural organizations need to embrace and analyze Big Data to more effectively market to and serve Millennial patrons and members. Did you know that 2 of 3 of millennials say that museums are a very good value for their time and money!!!
Mobile devices and social channels present new opportunities for cultural venues to uncover insights into what Millennial visitors want from their experience. By analyzing mobile and social data, companies can enable institutions to determine which exhibits and programs are having the greatest impact on business.
Cultural venues with smaller budgets can use Big Data and analytics to gain a better understanding of visitor preferences and encourage repeat attendance.
Did you see this article about how we are helping a small zoo and museum engage visitors. http://zd.net/17sqAbq
Social Challenge in an Acronym!
Our challenge --- summary for our Social challenge for companies using the SOCIAL Acronym.
S: Start now -- personally with LinkedIn or Twitter. Develop your own digital reputation dashboard. And don't forget to start in your business. Remember, Social Networks are the new Production line! It will transform your business.
O: Organizations are starting. 79% of companies (according to Harvard Business Review Analytics Services) have started using Social. Be courageous by having the charged and difficult discussions, keep them alive, amplify them, and raise the level of awareness around them for greater good!
C: Culture eats strategy for lunch. The social world requires changes in the way you work and interact. Are you culturally ready? Create cultures that encourage a Sparring Culture!
I: Intelligence that is connectional is crucial. By unleashing Connectional Intelligence through the Power of Social, people become engaged and energized. Connectional Intelligence (CxQ) is the ability to realize value from networks of relationships, to harness units of knowledge and reuse them to innovate, to convene communities, and to marshall resources for breakthroughs.
A: Allow form to follow function. Experiment internally first. Did you know that more companies are using social internally than externally now? This is to learn the environment, the power, and practice and experiment. There is value of this employee engagement.
L: Lead the way! Social enables you to combine the strength of your team. This ability to take ideas, resources or products and combine them to create entirely new ideas, generate new ways of thinking and produce new results.
IBM is a Social Business! Check out IBM Voices!
Happy Monday and grab a cup of coffee to enjoy our Social Business Coffee Break!
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Social Media Tip of the Week – Facebook introduces hashtags
Facebook has just announced the introduction of hashtags. Similar to other social platforms like Twitter, Pinterest and Instagram, you can now use hashtags to add context to a post or indicate that it’s part of a lager discussion. Clicking on a hashtag will take you to a news feed containing all posts of users and pages on that particular topic. This will help you to get an overview on a topic or find out what other people think about it. Hashtags won’t affect your privacy settings – you can still decide whether you want to share your posts with the public or your friends only. In the future, Facebook plans to introduce trending hashtags and deeper insights to help people discover more conversations.
Colleagues in Care (CIC) is a Social Business!
Colleagues in Care (CIC) is a global health network of approximately 200 doctors, nurses, medical personnel and other volunteers working together to provide quality health care services, telemedicine, knowledge and training to aid the poor and those suffering. The nonprofit organization is strategically focused on Haiti and is striving to bring a high-quality standard of care that reflects best possible practice in a resource-challenged environment.
In order to better connect the hundreds of medical worker and volunteers, CIC today is using Social Business to provide the global network of healthcare volunteers with immediate access to critical data and information for the current healthcare needs of the Haitian citizens. With Social Business, the volunteers and those on the front lines taking care of patients are armed with an online medical knowledge system that includes treatment options, clinical pathways, and best practices specific to the situation in Haiti.
Through social networking, Web-based meetings, activities, and forums, the volunteers are sharing ideas and information as if they were in the same room.
http://www-03.ibm.com/press/us/en/pressrelease/37743.wss
University of Texas at El Paso is a Social Business!
At the University of Texas at El Paso (UTEP), faculty and researchers are using Social Business to track the status of research projects and help facilitate knowledge sharing across campus.
This social business model provides a cost-effective, easy-to-use solution that allows faculty and researchers to share resources and track progress of research projects without clogging up their email in-boxes while aiding in the ever challenging "version control" process for collaborative documents. UTEP has recently expanded its use of Social Business to collaborate with universities across North America who are involved in CASHI, the Computing Alliance of Hispanic-Serving Institutions.
CASHI aims to increase the number of Hispanic students who pursue and complete baccalaureate and advanced degrees in the computer and information sciences and engineering. UTEP uses Social Business to collaborate with faculty at other universities, invite users from the other universities at no cost as guests to work on projects together. They can collaborate, manage projects, assign work, and comment directly with each other!